About the role
About Shore360
Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.
About the Role
The Technical Support Team Lead is responsible for leading a team of Level 2 Technical Support Engineers in delivering high-quality technical support for our products and services. This role combines people leadership with technical expertise, ensuring the team effectively resolves complex technical issues while maintaining high standards of customer service and operational excellence.
The successful candidate will lead technical investigations, coordinate Major Incident Management (P1/P2), mentor and develop engineers, and collaborate with cross-functional teams including Engineering, Product, DevOps, Customer Success, and Operations.
As a key member of the Customer Support leadership team, the Team Lead is expected to drive continuous improvement, foster collaboration, promote a customer-first culture, and ensure service levels and business objectives are consistently achieved.
Roles and Responsibilities
Product Knowledge
1. Team Leadership & People Management
Lead, mentor, and develop a team of Level 2 Technical Support Engineers.
Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
Set individual goals and monitor progress against performance expectations.
Manage employee engagement and facilitate Performance Improvement Plans (PIPs) where required.
Identify and develop future leaders through succession planning.
2. Technical Leadership
Provide technical guidance for complex application and production issues.
Lead technical investigations and review proposed solutions.
Coach engineers in troubleshooting and Root Cause Analysis (RCA).
Maintain technical documentation and knowledge articles.
3. Major Incident Management (Critical Responsibility)
Lead priority 1 (P1) and Priority 2 (P2) incidents.
Coordinate Engineering, Product, DevOps, Infrastructure, Customer Success, and Support teams.
Facilitate incident bridge calls.
Prepare and review executive and customer-facing communications.
Lead Root Cause Analysis (RCA) and Post Incident Reviews (PIR).
Track corrective and preventive actions through completion.
4. Customer & Stakeholder Management
Serve as the escalation point for complex customer issues.
Build relationships with customers and internal stakeholders.
Manage stakeholder expectations during critical incidents.
Represent Customer Support in customer and cross-functional meetings.
5. Operational Management
Monitor ticket queues, backlog health, and workload distribution.
Manage team scheduling, shift rotations, and resource allocation.
Plan team capacity around leave, holidays, and major releases.
Review SLA compliance and operational risks.
Ensure adherence to Incident, Problem, Change, and Knowledge Management processes.
6. Reporting & Continuous Improvement
Prepare weekly and monthly operational reports.
Analyze ticket trends and customer feedback.
Drive service improvement initiatives and process optimization.
Provide dashboards and recommendations to leadership.
7. Customer Experience & Service Excellence
Champion exceptional customer service.
Monitor CSAT and customer feedback.
Ensure professional customer communications.
Promote proactive communication during service disruptions.
Required Technical Skills
Enterprise Application Support
SaaS application support
Production support
Incident, Problem and Change Management
Technical Troubleshooting
Root Cause Analysis
Log analysis
Application troubleshooting
Performance investigation
SQL
Queries
Joins
Aggregate functions
Database troubleshooting
API Troubleshooting
REST APIs
JSON
HTTP
Postman
Web Technologies
HTML
CSS
Basic JavaScript
Browser Developer Tools
Authentication
SSO
OAuth
OpenID Connect
SAML
Cloud
Microsoft Azure
Amazon Web Services (AWS)
Service Management Tools
Zendesk
Jira
Confluence
Communication (Critical Requirement)
Communicate confidently with customers, executives, and technical stakeholders.
Lead customer-facing and internal incident bridge calls.
Deliver clear and timely updates during Major Incidents.
Produce professional customer communications, executive summaries, RCAs, PIRs, and technical documentation.
Manage stakeholder expectations with transparency and professionalism.
Leadership Competencies
People leadership
Coaching and mentoring
Strategic thinking
Decision-making under pressure
Accountability
Customer-first mindset
Stakeholder management
Continuous improvement
Emotional intelligence
Minimum Qualifications
Bachelor's degree in information technology, Computer Science, Engineering, or related discipline.
Minimum 5 years of Technical/Application Support experience.
Minimum 2 years leading, mentoring, or supervising a technical support team.
Experience supporting enterprise SaaS or cloud-based applications
Proven Major Incident Management experience.
Experience managing customer escalations and executive stakeholders.
Excellent written and verbal English communication skills.
Preferred Qualifications
ITIL Foundation
Microsoft Azure Fundamentals (AZ-900)
AWS Cloud Practitioner
Agile/Scrum
Global support organization experience
Work Schedule
Willing to work rotating shifts based on business requirements.
Willing to work mornings, mid shifts, evenings, overnight, weekends, and public holidays when required.
Participate in an on-call roster for critical incidents.
Provide leadership during P1/P2 incidents outside normal business hours when necessary.
What Success Looks Like
Success in this role means building and leading a high-performing support team that consistently delivers exceptional customer experiences, effectively manages major incidents, develops people, communicates with confidence, collaborates across global teams, and continuously improves operational performance, service quality, and business outcomes.
ShoreXtra Perks
HMO Coverage
Attendance Bonus – Get a chance to earn up to ₱5,000 every pay run for consistent, perfect attendancethrough a raffle draw.
Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
Silver Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays
Originally posted on Himalayas